Lovisa Jobs Near Me – Senior Manager

Job Description:

This role is a fantastic opportunity for a natural problem solver and people leader, with wide IT experience, that has a passion for developing people tasked with exemplary customer service. You will also enjoy the mix of hands-on involvement (when required) and managerial leadership, with continual process improvement of the Service Desk’s people, processes and technology.

Job Responsibilities:

• Contribute to the development, planning and adoption of new systems and services (delivered by the Project Management/Solutions teams), and review of existing systems and services
• Ensure incidents of significant severity are well communicated with carefully crafted communications that clearly depict the impact to the business and its operations
• Define, execute and refine effective incident escalation procedures, working with Global Level 2/3
• IT teams to assist in the resolution of any major incidents
• Report on service request, incident and problem trends
• Perform the major incident coordinator role during high severity situations, including war room management and escalations
• Own and manage the Ticketing/Service Management platforms and provide active tracking and monitoring of the team’s performance through daily and weekly reporting against SLAs as defined by corporate KPIs
• Act as a technical or process escalation point-person where required for the Service Desk teams
• Train, coach, mentor, develop and manage an onsite global 24×7 Level 1 & 2 Service Desk team, servicing a broad range of store hardware/applications (POS), corporate users, and warehouse applications globally
• Continually construct and improve processes and technology platforms to enhance the IT Service Desk offering

Job Requirements:

• Knowledge of performance evaluation metrics in a business setting
• Bachelor’s degree (B.S/B.A.) in an IT-related field
• Demonstrated success delivering innovative solutions to increase productivity, growth and profitability
• Demonstrated ability to manage customer expectations and provide informative and timely updates on issues and actions; be available to lead high severity incidents 24×7 on conference bridges, acting as a Major Incident Manager where required
• Outstanding negotiation, interpersonal, written and oral communication skills (EQ as well as IQ)
• 5+ years related experience in a similar role
• IT Service Management expertise with ITIL Foundations certificate

Job Details:

Company: Lovisa

Vacancy Type: Full Time

Job Location: South Africa

Application Deadline: N/A

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